Team Lead of Customer Support
4 days ago
ESO is seeking a Team Lead to inspire our technical support team. You will be responsible for a team who provides exceptional support to customers who use our applications. This is very much a player/coach role where you will be guiding the support team and engaging with customers directly. The ideal person will have both technical credentials and a friendly, consultative approach to solving technical support team problems, customer problems, and/or product concerns.
Reporting to the Senior Manager of Support and working remotely.
What You’ll Be Doing - the day to day
- Lead, inspire, and mentor a large technical support team. Build and encourage a collegial, helpful, and results-driven work environment
- Monitor and manage queues (calls, emails, cases, chats) to meet key performance indicator requirements; Assist with reporting of customer service metrics
- Ensure your direct reports are meeting call volume standards along with other key performance indicators
- Effectively communicate with manager, team and other associated teams across company and build trust with each.
- Respond to and/or initiate technical troubleshooting sessions with support team and customers - via phone, email, chat, and remote sessions
- Interact with customers at all levels
- Manage and work support tickets per industry best practices utilizing Salesforce
- Effectively communicate technical information to technical and non-technical customers
- Coordinate the resolution of technical issues with support team and escalate issues per pre-established guidelines
- Manage and contribute to knowledgebase (author and edit knowledge base articles)
- Maintain a working ability to assist with facilitation of reproduction of customer issues
- Provide backup to after hours on-call techs when needed
Who You Are - the essentials
- At least 3 years of demonstrated experience in Technical/Customer Support environments, calls, emails, and other customer support channels
- 1+ year of experience in a leadership role, managing teams
- Bachelor’s degree or equivalent education and/or work experience
- Knowledge of common network services like DNS, Web Servers - IIS, FTP - SFTP, Email, and Database Analytics
- Experience with the Microsoft Windows platform, desktops, and servers
- Troubleshooting experience (PC hardware/software, browsers, etc.)
- Experience in a 24/7/365 work schedule environment
- SaaS industry experience is a plus
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